voice is secured - zyxel€¦ · quickly prepare a communication infrastructure in a new small...

ISG SeriesApplication Guide

Voice is Secured

3

Table of ContentsEditorial 4

TheConsultingCompany 6

Scenarios 8

QuicklyPrepareaCommunicationInfrastructureinaNewSmallBusiness 8

ManageExtensionsasBusinessNeedsGrow 9

DevelopaNon-stopVoiceService 10

ExpandtheCurrentNetworkingInfrastructuretoFulfillMulti-siteRequirements 11

SecuretheCommunication 12

EstablishaSeamlessMobileOffice 13

LeverageEnterprise-classCallingFeaturestoIncreaseBusinessProductivity 14

IntegrateCommunicationToolstoImproveBusinessProductivity 15

RecordaCall 16

AuditCallUsagewithReportandAnalyzertoImproveWorkingEfficiency 17

ProductsataGlance 18

2

Dear Resellers,

Reliable and secure voice communication solutions are

essential to the success of small offices and businesses

such as medical practices and doctors, attorneys, travel

agents and business owners; as a small business owner, you

need communication applications to help you increasing

productivity and minimizing the time wasted. There are

many VoIP solutions out there, but many miss an important

factor – the security features you need to cope with today’s

IT environment. This is where ZyXEL comes in with the new

Integrated Service Gateways, the ISG50 Series, that deliver

not only excellent VoIP communication features, but also

the absolutely necessary security measures like Firewall

and VPN you need to protect the crucial elements of your

network.

What SMBs Really NeedSmall- and mid-sized companies do not have the time or

money to spend on complicated and costly technology

implementations; they need easy-to-use, easy-to-deploy,

cost effective and complete solutions – an all-in-one box

that delivers all these benefits and more. The right device

will be easy to install, maintain and service, and it should be

simple to use and deliver security features reliable enough

to relieve companies from security threats out there, and it

has to be extremely cost effective as well. Today, VoIP and

unified communications are no longer just buzzwords;

smaller enterprises should look into the new opportunities

of the organization, but they are usually occupied by daily

tasks; they need a tool to prioritize their communication

needs. To address this, ZyXEL’s ISG50 Series amalgamates an

ideal feature set to meet the needs: excellent high-quality

communication features, easy and secure deployment with

Firewall and VPN as well as UC and Collaboration.

The Full SolutionYou know that ZyXEL is a vendor having a full network

portfolio to offer. With the new ISG service gateways, we are

now opening the way leading to an even more complete

solution set. And we’d like to make it easy especially for

small businesses we talked about before. This is why we

have created this application guide – a complex solution

requires excellent guidance throughout the set up process.

We are sure that this guide will give you a comprehensive

overview of our solution, which is also the opportunity to

the success of yours, and your customers’ of course.

Editorial

4 5

Best regards,

to improve their communication effectiveness to get

prepared for these situations:

Moving business to a new location;

The traditional phone system is no longer supported by

the vendor;

Your company is growing and you’d like to improve your

IT infrastructure accordingly;

You lost good sales deals too often as opportunities

didn’t reach the right person fast enough;

You see the need to enhance your customer service

capabilities;

You have more and more mobile workers on the street

and you need to reach them anytime – securely and cost

effectively.

Competitiveness through Secure Efficiency“Time is money” – this is truer than ever in today’s business

world. Unified communication is no longer for large

enterprises only; it can – and probably must – help SMBs

of every size to leverage Unified Communication (UC)

for increased productivity, improved response time and

enhanced customer care while cutting communication

costs. For companies with 5 to 50 users, it is especially

essential to have a simple solution that delivers everything

right out of the box. Key employees, such as the general

manager and other executives, are pivotal to the health

Thorsten Kurpjuhn

Market Development Manager

[email protected]

Justin Lin

Product Line Manager

[email protected]

6

The Consultant CompanyDavid is an entrepreneur starting a consulting company to help small- and medium-sized businesses managing situation changes, business process reengineering and strategic planning. He plans to recruit twelve employees and setup two branch offices with three more employees each in the future. The company faces a range of challenges we probably can solve with this guide.

Challenge:

I’d like to set up a whole-new company, but I concern about

building an efficient voice- and data-ready infrastructure that

starts operation quickly with the company.

Solution:

The ISG50 Series, an all-in-one, multi-function service

gateway allows your company to enable voice and data

communications quickly.

See more on page 8

Challenge:

Office phone extensions are changed, added or deleted from

time to time. How can businesses make managing extensions

easier?

Solution:

Auto provisioning allows you to configure VoIP-related

settings on SIP clients from a central location. It’s easy to

add or change extensions on existing sites, or to setup

phone service on new sites quickly.

See more on page 9

Challenge:

How can a business survive without voice service? Interrupted

service causes my company to suffer from serious loss. We

really need non-stop voice service!

Solution:

The dual-WAN design on the ISG50 keeps your company

online. With redundant Internet connections or PSTN/ISDN,

you will not suffer from interrupted data and voice service

again.

See more on page 10

Challenge:

Our company is growing and planning to setup branch offices.

How do I expand the current networking infrastructure to

fulfill the requirements from multiple sites?

Solution:

You may use the ISG50 as a single- or multiple-role device

to work with the ZyWALL Unified Security Gateway (USG)

products for multi-site requirements. The ISG50 is highly

flexible and suitable for several deployment scenarios from

an all-in-one box to branch office VoIP connectivity.

See more on page 11

Challenge:

Our company wants to setup two branch offices. I would like

to secure the communication within our company network.

Solution:

The IPSec VPN enables you to establish secure tunnels for

data and voice communications; this allows your staff in the

branch offices to access the company network as secure

as anyone working in the headquarters. Other security

features such as Firewall and brute-force protection also

protect data as well as voice communications from the

evolving threats.

See more on page 12

Challenge:

It is always a concern that we have many office and cell phone

numbers to remember, however it is still easy to miss incoming

calls. To solve this problem, our company is building a “mobile

office” so our staff can be reached easily when they’re out of

the office or on business trips.

Solution:

ZyXEL Reach, ZyXEL’s Mobile Smartphone Application for

ISG, turns each smart phone into a mobile SIP extension.

The system saves phone bill by routing international calls

to the IP network, and it ensures that employees can be

reached even they’re on business trips.

See more on page 13

Challenge:

When my staff and I are having conference calls with vendors

and suppliers, we need an automatic call operator to assign

each inbound call to the corresponding contact groups.

And we’d also like to have customer service hotlines for our

customers. How can I have an efficient call distribution system

built for customer service hotlines?

Solution:

Use Auto-attendant/Hunt Group/Meet-Me Conference

features that allow businesses to boost efficiency and

productivity.

See more on page 14

Challenge

Our company has many communication tools like phones,

e-mails and instant messengers in use. How can we integrate

these tools to improve business productivity?

Solution:

The computer telephony integration (CTI) enables

computer applications to take advantage of telephone

services such as dialing, answering as well as displaying the

presence status.

See more on page 15

Challenge:

Our company would like to use monitoring and recordings

functions for staff training, market evaluations and customer

experience improvement.

Solution:

Use Call Recording to record all the calls to USB storage;

this allows the auditors to monitor certain calls for auditing.

See more on page 16

Challenge:

Our company wants auditing and reporting of

communication to evaluate whether our call usage is effective

and efficient.

Solution:

Call Detail Records (CDRs) help businesses to audit call

usage via the call detail records database. It’s useful for

finding abnormal activities for improved efficiency.

See more on page 17

7

ITSP

ISG50Integrated Service Gateway

V310/V510BusinessIP Desktop Phone

L2 PoE Switch

Fax

Main Office

InternetPSTN/ISDN/Mobile

DMZ

Web Server

L2 Switch

ISDN/PSTN/Mobile

Internet


Centralize Auto Provisioning

Auto ConfigurationPlug and Play Firmware Upgrade

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Performance Features ISG works as an IP-PBX + Firewall + Data/VoIP routing

gateway Secure data and voice communications (Firewall, IPSec

VPN and VoIP Security) Comprehensive features with simple deployment on a

single device Quality of Service (QoS) ensures good voice quality for

high-priority VoIP traffics Web GUI configuration simplifying installation efforts Fax over IP (T.38)

Solution

The ZyXEL ISG50 Series provides a flexible license

mechanism to expand SIP extensions. Businesses can easily

extend SIP extensions based on the current requirement

and future plan. To manage a large number of extensions,

auto provisioning allows IT administrators to configure VoIP-

related settings on SIP clients from a central location. With

auto provisioning, it’s easy to expand or change extensions

on the existing sites, or set up phone service on new sites

quickly. The IT administrator can also set up and maintain

a configuration file associated with a SIP extension on the

ISG50. Besides, auto provisioning allows the VoIP devices to

periodically download the up-to-date configuration file or

firmware from the ISG50 automatically whenever an update

is available.

Performance Features Centralize Auto Provisioning

• Phone book (Local/LDAP)• SIP Server/SIP account/Password• Feature Key• Firmware Upgrade• QoS setting

Supported Phones• ZyXEL V310/V510 IP Phone• snom 370, 820 and 821 IP Phones

Application Benefits Easy-to-use, plug-and-play design

Lower operating cost

Simplified management effort

Accuracy with unified configuration for

deployment of many IP phones

How to Quickly Prepare a Communication Infrastructure in a New Small Business?

How to Manage Extensions as Business Needs Grow?

9

Application Benefits Converged data and voice networks Reduced cost for investment and human resource Advanced mechanisms that avoid security breaches

such as brute-force attack protection Excellent voice quality for great user experience Secured data and voice transmission to deter illegal

activities

Solution

With integrated routers, IP telephony, Firewall and VPN

services, the new ZyXEL ISG50 Series is a multi-function

all-in-one service gateway designed to meet the needs of

small- or medium-sized businesses to do more with less.

As most SMBs have limited IT resources on hand, the ISG50

Series provides one platform management, consistent GUI

for installation, configuration and management to achieve

better operating simplicity.

9

Scenario 2Scenario 1

ISG50Integrated Service Gateway L2 PoE SwitchWAN 1

FXO/BRI

WAN 2

InternetPSTN/ISDN/Mobile

ISDN/PSTN/Mobile

Internet

V310/V510Business IP Desktop Phone



ISG50Integrated Service GatewayUSG

Unified Security Gateway

Ext. 301

Ext. 101Main Office

Remote Office

Switch

SIP Extenison

ServerExt. 201

Remote Office

Internet

10 11

Solution

The ZyXEL ISG50 Series has a dual-WAN feature that enables

users to connect up to two ISPs or networks via Ethernet

or PPPoE connections to avoid VoIP service breakdown.

Besides, the ISG50 can offer voice service through PSTN/

ISDN if the connection from Internet or ITSP is lost. So

regardless of the connection type, the ISG50 ensures voice

service to work continuously.

Solution

The ZyXEL ISG50 Series can adapt itself to different network

environments by playing either single or multiple roles.

The new ISG50 is highly flexible and suitable for several

deployment scenarios from an all-in-one box to branch

office VoIP connectivity or legacy PBX extension. In addition,

the ISG50 can work with the ZyWALL USG products to offer

robust protection such as Intrusion Detection/Prevention

(IDP) and Anti-Virus measures. This allows users to address

different needs depending on the situation.

Performance Features WAN failover: Connect to the same or different ISPs to

prevent VoIP service breakdown in case of a single link

failure Dynamic DNS (DDNS) failover: Automatic update of the

SIP Server address to “Backup Binding Address” when the

Primary Link fails, and vice versa Call route failover: Auto selection of the next available

trunk, and attempts to establish a session for the new

destination VoIP survivability: Ensuring voice service availability

through PSTN/ISDN if the connection from Internet or

ITSP is lost

Performance Features Work with ZyWALL USG products

• DMZ Installation

• Parallel to a USG appliance Advanced security protection – IDP, Anti-Virus and

Content Filter The consistent Web GUI configuration style simplifies

installation efforts

Application Benefits Easy to deploy – flexible adaptation to various SMB

networks

Grow your network along with your business

How to Developa Non-stop Voice Service?

How to Expand the Current Networking Infrastructure to Fulfill Multi-site Requirements?

Application Benefits Non-stop communication service that protects business

opportunities

High availability for data and voice communications


Customer

Internet/PSTN/

Mobile


Main Office

Remote Office

Call Ext.1234

Mobile Ext. 1234

Ext. 1234

Mobile: 09xx123456

Call 03-1324567 Ext.1234

Smartphonewith ZyXEL Reach

Simultaneously Ring



USGUnified Security Gateway

Ext. 301

Ext. 101

Main Office

Home Office

SIP Extenison

Ext. 201

Remote OfficeSite to Site VPNCall �ow

Internet

12 13

Solution

Emerging telephone attacks such as tapping, faking and

illegal call attempts could reveal confidential messages

and cause severe business loss. The ZyXEL ISG50 Series

incorporates Firewall, IPSec VPN and brute-force protection

to protect data as well as voice communications from the

evolving threats. With the robust security feature of ISG50,

the customers can stop worrying about emerging attacks

and be guaranteed a safe communication infrastructure

for their businesses without sacrificing networking

performance and voice quality.

Solution

ZyXEL Reach, the Mobile Smartphone Application for

ISG, turns every smart phone into a mobile SIP client.

ZyXEL Reach saves phone bills by routing long distance

or international calls to the IP network instead of mobile

network. Furthermore, it ensures that all employees are

reachable even they are on business trips.

With the mobile extension, an ISG50 rings an office extension

and the corresponding smart phone simultaneously with

a single number. This avoids missing any call when the

employee is away or out of the office.

Performance Features Make long distance/international calls on mobile phones

at local rates Simultaneous ringing: an incoming call will ring on all the

associated phones at the same time ZyXEL Reach supports iPhones and Android phones

How to Secure the Communication? How to Establisha Seamless Mobile Office?

Brute-force attacks automatically send an enormous

amount of messages to SIP server in a relatively short

time. Through analyzing server responses, the attacker

can access private information and reveal user privilege

settings. To protect against brute-force or password-

guessing attacks, the ISG50 blocks access from a certain

account for 60 minutes after 3 consecutive, failed login

attempts

Application Benefits Reduced phone bill

Improved business efficiency and productivity anytime,

anywhere

Only single business number - always connected to

business opportunities

Convenient, intuitive way to use iPhones and Android

phones

Internet Protocol Security (IPSec) is a standard-

based VPN that offers flexible solutions for secure data

transmission across public networks such as the Internet With flexible access control and powerful stateful

Firewall services, the ISG50 can help businesses to

enforce network security policies and to protect their

networks from attacks

Performance Features ICSA Firewall and IPSec VPN certification Firewall and VPN protection for both data and voice

Application Benefits Secure VoIP connection to prevent illegal calling

activities

Ensuring secure, reliable access to people and

information resources


Auto-attendant

Ext. 1001

AA

Ext. 2001

Ext. 3001

Please dial the extension


Hunt Group


Status: Busy

Status: Available

CustomerServiceHotline

Customer Service Group

Meet-Me Conference



Dial a phone from CTI

Check presence

Server Applications(e.g. ESTOS ProCall, serVonic PCS)

TAPI driver

TAPI

Internet

CTI Server on MS Windows

V310/V510Business IP Desktop Phone

CTI Clients

CTI Clients

14

Solution Auto-attendant (AA)

The Auto-attendant is a software acting as an automatic

switchboard operator. It helps routing the incoming calls

to a flexible inbound call flow control system. An auto-

attendant contains several menus to guide incoming calls

to a specific extension or a group of extensions or advise the

caller to leave a voicemail message. Hunt Group

Hunt Group allows a caller to simply dial a number to reach

a group of extensions. This is especially useful for Customer

Service Hotlines. The ringing method can be set as needed;

for example, all extensions can ring at the same time until

the call is picked up, or one random extension in the group

will ring until it’s picked up. Meet-Me Conference

Meet-Me Conference enables participants to engage in a

multi-point audio conference call. The ISG50 Series allows

IT administrators to set up specific extension numbers

that callers can dial to join a conference call. This type of

extension is referred to as a conference room number. The IT

administrators can restrict the number of callers joining the

conference call, or specify a Personal Identification Number

(PIN) for authentication.

Performance Features Customized AA: Welcome message recording from any

extension Hunt Group: supporting 50 hunt groups Meet-Me Conference

• Call from PSTN/ISDN, home offices, branch offices or

mobile phones

• Supports conference calls from different endpoints (e.g.

smart phones and desktop phones)

Solution

ZyXEL’s ISG50 Series supports the Telephony Application

Programming Interface (TAPI) to provide computer

telephony integration (CTI) for PCs to take advantage of

telephone services such as dialing, answering as well as

displaying the presence status. The CTI feature enables

computer applications to perform telephony functions

such as automatic setup, pickup and hang up of calls, as

well as the callback and forwarding functions to connect

callers. CTI also provides the presence status of all wired

or mobile telephone devices for the dynamic information

on the availability of system users. The ZyXEL ISG50 Series

can work with CTI to effectively deliver information to the

staff and ensure users to concentrate on their business

tasks, which simplifies the overall management process of

administrators.

How to Leverage Enterprise-class Calling Features to Increase Business Productivity?

How to Integrate Communication Tools to Improve Business Productivity?

- Auto-attendant/Hunt Group/Meet-Me Conference

Application Benefits Reduced cost for business communications and

operations

Increased productivity and operating efficiency

A built-in conference bridge at no additional charge

delivers more value for less money while adding an

indispensable business tool

15

Performance Features Provides a future-ready platform for provisioning the

unified communication (UC) services Controls PBX features of ISG with PC and provides

information in IT environments ISG provides the interoperability to work with CTI software

and flexibly supports the TAPI standard Verified CTI software

• ESTOS ProCall

• Servonic IXI PCS

Application Benefits Increased employee productivity and satisfaction with

reduced overloads on e-mails, phone calls and instant

messaging

Improved service levels from better collaboration

capabilities and immediate service delivery

Enhanced service quality through better, faster

responses to the customers


Timeof a Call

Durationof a Call

SourceNumber

VoiceQuality

123



Customer’sResponding

Business Talk

Conference

Meeting minutes

Internal research

Auditing

REC

17

Solution

The ZyXEL ISG50 Series has a built-in Call Detail Records

(CDRs) database that automatically stores calls made to or

from its extensions. The CDRs contain telephone records

with many details, so administrators can use the CDRs

database to find details of the calls; this helps administrators

to discover abnormal situations to improve working

efficiency. In addition, the ISG50 supports external database

to save CDRs into the extended storage space.

How to Audit Call Usage with Report and Analyzer to Improve Working Efficiency?

Performance Features Details in the records

• Time of a call• Duration of a call• Source telephone number• Voice quality

Automatically archive to email according to a preset

threshold Export to an external database End-to-end visibility is delivered whenever, wherever, and

however it’s needed Common data transformation saves data into specific

formats such as .csv quickly and easily

Application Benefits Scalable, flexible CDRs archiving dramatically shrinks the

costs of managing call detail records

Simple search, reporting and discovery features help

your company to comply with regulations on call detail

record retention and to respond to auditing activities

quickly

Identify and improve service quality rapidly and

accurately

Solution

The ZyXEL ISG 50 Series has the call recording feature

to record all the conversations going to or from specific

extensions or trunks, and it allows the users to record calls

into USB storage. It helps auditors to monitor not only calls of

certain individuals for auditing, but also records conference

calls for meeting minutes. The ISG50 provides two recording

types: full-time and on-demand recording, so the auditors

can leverage the flexibility as needed.

Performance Features Two recording types:

• Full-time recording records all calls to or from the

specified trunks and peers

• On-demand recording allows users of internal

extensions to dial a number for the ISG50 to record the

current call proceeding on the extension being used Capacity: Limited by USB storage space. 500 KB/min. Automatic alert if the remaining recording time goes

below the setting value (e.g. once the remaining USB

storage space is less than 30%) The call-recording service requires a valid license to

activate (ISG50-CR) Direct instant search and playback of recorded calls

(maximum 4 concurrent calls).

How to Record a Call?

Application Benefits Easy access to recorded calls via a Web GUI

Record voice interactions with customers and suppliers

to help clarifying disputed matters

Ensuring the incoming calls are being handled

professionally and the agents are working efficiently

Record “best practice” calls to improve communication

skills, processes and procedures for employees


16

18 19

ZyXEL Reach

ZyXEL Reach is the best mobile SIP client capable to support

mobile VoIP service. Rich and complete features provide the

efficient and secure communication through smartphones

while traveling.

Key Features■ SIP ■ G.729 low bit rate and G.722 wideband voice■ SIPS/SRTP■ Smartphone contacts integration and contacts search

function■ 3-ways conference and rich call features■ Supports iOS and Android

Model Name Description

ISG50-SX50 Total SIP Extension License 50 Nodes for ISG50

ISG-SP5 Mobile Softphone APP License 5 Nodes for ISG Series

ISG50-CR Call Recording License for ISG50, maximum 4 calls

ISG50-CTI Enables CTI functionality (TAPI links) on ISG50

Products at a Glance

ISG50 Series

The ZyXEL ISG50 Series is a multi-function integrated

service gateway designed to support small- and medium-

sized businesses and even remote offices of enterprises with

IP telephony, Firewall, VPN and routing services within one

single appliance. With innovative integration of security and

communications features, IT managers are relieved from

worrying about configurations and interoperability among

various devices.

ISG50 Licenses

V310/V510

ZyXEL V310/V510 Business IP Phone is a business-class

phone supporting easy-to-use solution for SMB. With rich

call features and HD voice, the users will have a smooth

business communication with superior sound quality

and excellent user experience. Working with ZyXEL ISG50,

SMB will be effort-free for deployment, configuration and

management.

Key Features■ SMB gateway with integrated communication and

security services■ Easy and secure deployments utilizing Ethernet■ Firewall and VPN protection on data as well as voice■ Rich, high-quality communication features with

mobility assurance■ Flexible platform to value-added services and unified

communications

Key Features■ 122 x 32/240 x 118 LCD with backlight, multi-lingual

display (V310/V510)■ 8/16 BLF, conference and rich call features

(V310/V510)■ IPv6, SIPv6, IPSec VPN and LLDP-MED■ Power over Ethernet ■ Auto provisioning and auto firmware upgrade■ G.722 wideband voice

ISG50-ISDNIntegrated Service Gateway

ISG50-PSTNIntegrated Service Gateway

* For IP phone support list, please refer to the latest ISG50 datasheet

for more information.

V310Business IP Desktop Phone

V510Business IP Desktop Phone

ZyXEL ReachMobile Softphone Application for ISG

F o r m o r e p r o d u c t i n f o r m a t i o n , v i s i t u s o n t h e w e b a t w w w . Z y X E L . c o mCopyright © 2011 ZyXEL Communications Corp. All rights reserved. ZyXEL, ZyXEL logo are registered trademarks of ZyXEL Communications Corp. All other brands, product names, or trademarks mentioned are the property of their respective owners. All specifications are subject to change without notice.

5-000-00011019 12/11

ZyXEL Communications Corp.Tel:+886-3-578-3942Fax:+886-3-578-2439Email:[email protected]://www.zyxel.com

CorporateHeadquarters

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